Durapipe Investing in Customer Experience

September 2018

We have invested in enhancing our value added services to ensure we continue to put customers at the heart of our business and provide a complete customer experience from design to installation.

Within our new purpose-designed head office, we have invested in a new research and development facility, chemist laboratory and valve and actuation service to ensure the quality of our value added services matches the high quality of our products.

The new, improved research and development function provides increased capacity for testing new products and will ensure we can remain at the forefront of innovation within the plastic pipe and fittings market, while continuing to deliver new, bespoke solutions to meet individual customer requirements.

The new state-of-the art laboratory will enable our company chemist to undertake more detailed chemical analysis and investigations, providing a greater insight and understanding upon which to recommend the most appropriate solutions to customers.

With the majority of its valves custom-made to order, we have enhanced our valve and actuation assembly facility to streamline the process of building valves. Offering an unrivalled service across the industry, our actuation service offers further flexibility to customers, with the ability to assemble a wide range of actuated valve solutions to allow the end-user to operate a network of valves remotely.

Commenting on its recent investment, our Head of Customer and Technical Services, Rebecca Findon, said: “The world of construction is evolving and manufacturers can no longer just supply a product. With increasingly stricter project budgets and timescales customers are turning to us for more support to deliver enhanced solutions, increase operational efficiencies and reduce installation time and costs.

“We not only want to make our customers lives easier, we want to ensure they are delivering the most effective solution, which is why we don’t just supply a product, we provide solutions. We assess the project needs and recommend the most appropriate solution for each individual client and application, often developing bespoke products that meet a specific requirement. Our new enhanced facilities will put is in a better position to be able to tailor our offering and offer bespoke solutions to our customers.”

Always looking to enhance our customer offering, the next stage of our customer experience development is to expand customer communication channels to enable customers to contact the team in the way that is easiest for them, whether that is email, phone, live chat or a facebook message.

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